Intern – IT Business Analyst
West Bend Insurance Company
Atención al Cliente, ES
Concentrix
full-time
Posted on:
Location Type: Office
Location: Lima • 🇵🇪 Peru
Visit company websiteJob Level
Junior
About the role
- Interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements
- Provide customer service support and resolution of routine problems regarding client's product or services
- Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs)
- Clarify customer requirements; probe for understanding and use decision-support tools to provide resolution
- Listen attentively; demonstrate empathy and build rapport
- Greet customers courteously using agreed procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work, notating accounts as required
- Participate in activities to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring to published materials, secondary sources or senior staff
Requirements
- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; maintain pleasant and professional tone
- Ability to rotate shifts, as needed
- Spanish (Required)
- Based on location and/or program, additional experience/skills may be required
- Philippines: Minimum of two years of college education (no prior call center experience required)
- India: Ability to handle complex queries and resolve independently; strong probing and problem solving skills
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecall trackingproblem solvingcomputer navigationPC knowledgemulti-taskingattention to detailflexibilitySpanish
Soft skills
communicationdependabilityempathyrapport buildingpatienceteamworkindependenceadaptabilitycourtesy
